Technical Writer- Knowledge Base (FVW8025)
Company Apply Now
Quezon City, Metro Manila, Philippines
Operations and Logistics
Location Quezon City, Greater Metro Manila
Position Title Technical Writer- Knowledge Base (FVW8025)
Report To Center Manager
- Overall responsible for ensuring all personnel in the operations team have access to, understand and effectively use information essential for servicing client's customers according to set standards of excellence.
- Manages the knowledge base and ensures that all contents are updated, fit for purpose and easily understandable and applicable, and are reviewed by operations.
- Liaises daily with client’s knowledge/account coordinator or assigned knowledge POC to get updates and improve the materials in the knowledge database.
- Attends daily supervisor pre-shift and in-shift meetings and discusses product and compliance updates.
- Does regular audits and reports back to operations.
- Performs other related duties and assignments as required and as assigned by manager
- Superior customer service skills with experience in the contact center environment
- Knowledge in call center tools and processes
- Excellent coaching skills and able to effectively motivate people
- Excellent presentation and facilitation skills
- Strong performance management
- Possesses high levels interpersonal skills, having the ability to work with people from diverse backgrounds
- Strong written and verbal communication skills
- Highly competitive but must be a team player
- Self motivated, being a consistent performer is a major advantage
- Ability to multi-task, good organizational and time management skills
- Strong Analytical Skills; very detail oriented
- Excellent problem solving and decision making skills
- Can work under extreme pressure
- Has a good sense of urgency, energetic, and enthusiastic
- Computer literate and proficient with the use of MS Office products
- Highly creative, must be able to think outside the box
- Should have experience with writing short course or content training materials and can tailor fit such depending on intended learners.